GKR International - Real Estate Talent Specialists
Client Services Manager
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Customer Contact Lead
£40,000 - £50,000 basic + bonus | Reading |
Monday-Friday, WFH Fridays
Lead the team that makes the first impression count.
My client is looking for a Customer Contact Lead to run their team of Lettings Coordinators — the first point of contact for every new applicant, qualifying enquiries and booking them in for viewings across a growing residential portfolio.
It's a fast-paced, KPI-driven environment, and they need someone who leads from the front: coaching on calls, reading the data in real time, and turning a good team into a great one.
This is a brilliant opportunity for someone with a background in a contact centre or call centre environment, ideally combined with experience in residential lettings or Build to Rent, who's ready to step into a leadership role with real autonomy and impact.
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The role
- Leading, coaching and developing a team of Lettings Coordinators through the entire enquiry-to-viewing journey
- Getting hands-on with enquiries when the team needs backup
- Using real-time performance data to balance workloads, spot trends, and keep KPIs on track
- Building a coaching framework that sharpens call quality, objection handling and conversion
- Owning viewing booking targets and enquiry-to-viewing conversion rates
- Driving a high-performance culture through structured 1-1s, reviews and recognition
- Championing service excellence, leading by example on the trickier resident conversations
- Staying ahead on tech — CRM systems, reporting tools, and how AI can improve enquiry handling
What they're looking for
- Proven experience in a phone-based sales or contact centre environment
- 3+ years leading a sales team, with a track record of hitting and beating targets
- A background in property, Build to Rent or estate agency lettings is preferred, though strong sales leadership from any fast-paced, KPI-driven environment will be considered
- An energetic, hands-on leader who thrives under pressure
- Confidence working with data — able to read performance trends and act on them
- Comfortable with CRM and reporting tools, and open to new tech that improves the customer experience
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On offer
- £40,000-£50,000 basic + circa 20% bonus against personal and team performance (paid annually)
- Medical, critical illness and dental insurance
- 8% pension
- Work from home every Friday
- The chance to lead a team of 4 direct reports within one of the UK's fastest-growing Build to Rent platforms
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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